Customer Service Manager
Resume:
RICHARD MISTRETTA
Lee, NH ***61
**********@*******.***
QUALIFICATIONS:
. Experienced hardware, software, and system-level technical writer
. Proven ability to plan, implement, and manage projects from concept to
completion
. Demonstrated success setting and meeting production goals and
establishing documentation quality standards
. Experience with SGML, HTML, XML, and DITA
. Proficiency with Adobe Acrobat, FrameMaker, RoboHelp and Microsoft Office
. Secret Security Clearance
EXPERIENCE:
2008 - Present
Schneider Electric Automation, North Andover, MA
Senior Technical Writer
. Write system planning, operation and service manuals for programmable
logic controllers, automation controllers, system controller software,
wireless and hardwired Ethernet applications
. Edit the work of other technical writers in US, France, Germany and India
. Responsible for the translation process for all US publications
. Implement quality measurements for documentation safety, accuracy and
usability
2007 - 2008
Massachusetts Institute of Technology
Lincoln Laboratory, Lexington, MA
Technical Writer/Editor
. Wrote technical manuals for advanced satellite communication systems
. Documented waveform and signaling applications, protocols for wireless
routers,
switches, and terminal servers
. Created internal documentation for use of laboratory test assets and
equipment
. Edited reports, manuals, and presentations for grammatical and technical
flow
2006 - 2009
Ward Hill Marketing, Lawrence, MA
Ghostwriter
. Interviewed engineers and developed new product information for initial
publication
. Researched technology and manufacturing issues, document product
comparisons
. Wrote technical articles for publication in various industry trade
magazines; topics include fuel cell technology, thermal management and
other electronic applications
. Articles have been published in magazines including Energy and Power
Management, Sustainable Facility, and Water World
2000 - 2006
Goss International, Durham, NH
Managing Editor, Corporate Publications
. Managed a group of eight technical writers and graphic artists
. Managed separate documentation groups in France and Holland, each with
five employees
. Directed the production, control, and distribution of technical manuals,
customer and manufacturing bulletins, marketing brochures, and safety
manual submittal documentation
. Ensured documentation compliance with OSHA and CE regulations
. Introduced 90-day Documentation Cycle Time for major releases
. Established formal defect analysis (Defects per Opportunity) for parts
manuals
. Managed translation process for all internal and external documentation
1995 - 2000
General Electric
Electric Insurance Company, Beverly, MA
Manager, Electronic Form Systems
. Managed a group of five regulatory form developers creating property and
casualty insurance information for all 50 states
. Edited all documentation for accuracy and compliance
. Wrote all external company correspondence
. Directed the printing and processing of customer policy packages (app.
6,000/day) produced on Xerox spot-color and black-and-white high-speed
printers
. Implemented the conversion of Xerox Metacode documentation to Adobe PDF
for delivery via corporate website
Manager, Product Distribution
. Managed a group of seven mailroom employees
. Supervised operation of Pitney-Bowes Paragon mailing equipment
. Directed the receipt and distribution of all customer correspondence
. At request of Chief Financial Officer, performed cost/benefit analysis of
mailroom operation; made recommendation for process improvements and
equipment purchases
. Performed Six Sigma analysis of inbound paper-based faxing operation;
secured approval for replacement, purchased and implemented electronic
faxing software for 150 customer service representatives
1989 - 1995
Hewlett-Packard Company
Medical Products Group, Andover, MA
Senior Technical Writer
. Wrote hardware and software documentation for medical network products,
with concentration on diagnostic imaging, cardiovascular and patient
monitoring systems
. Ensured documentation compliance with FDA regulations
. Coordinated the work breakdowns and scheduling of all publications
deliverables
. Managed the translation process for all localized print media
. Acted as SGML tools site coordinator for Waltham and Andover, MA
. Served as department liaison to Hewlett-Packard Medical Products Group in
Germany
EDUCATION:
University of Massachusetts, Amherst, MA
Bachelor of Arts, Journalism and Communication Studies, May 1984
. Graduated Cum Laude, 82 out of 1740
. Cumulative Grade Point Average: 3.76 out of 4.0
. Dean's List seven consecutive semesters
General Electric, Beverly, MA
Six Sigma: Define-Measure-Analyze-Improve-Control
Classroom Training, October 1997
Greenbelt Projects, 1998, 1999, 2000
Hewlett-Packard, Andover, MA
Patient Monitoring Service
Electrical Engineering Certification, September 1990
SGML Site Coordinator Certification, April 1990
Middlesex Technical Writing Program, Bedford, MA
Certificate in Software Technical Writing, October 1989
References and Writing Samples are available upon request.
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